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To facial or not to facial? From emoji to empathy in shaping customer satisfaction with chatbot service recovery

Hits:Release Time:2025-12-06

  • Correspondence Author:Zhongpeng Cao

  • Co author:Kexin Yu

  • Journal:Journal of Retailing and Consumer Services

  • Issue:February

  • Volume:2026, 89

  • Page Number:104633

  • Translation or Not:No

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